Sr. Critical Situation Manager

About the role

The Sr. Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis. The Sr. Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of business, including Customer Service, Professional Services, Product and Engineering.

Responsibilities

• Lead high-severity customer incidents (major system outages) and/or executive escalations
• Leverage the internal, cross-functional community to drive critical situations to resolution
• Provide customer facing updates and internal reporting
• Lead cross-departmental process improvement to maximize customer retention
• Drive process improvement as part of the overall Services group
• Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization
• Coordinate and research incident root cause and generate customer facing root sure cause analysis documents
• Evaluate customer requests for service level agreement violations
• Participate in on-call support 24x7 rotation as assigned

Requirements

• Bachelor’s Degree or equivalent
• Strong familiarity with AI tools to help analyze escalated situations and create internal and customer-facing reporting
• A minimum of 7 years in customer-facing technology roles with escalation management background
• Basic familiarity with Linux command line environments
• Solid understanding of Database and SaaS applications
• Highly proficient in written and spoken business English
• An accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peers
• Comfortable interacting with executives (customer and internal)
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
• Ability to maintain a calm and professional demeanor in the face of high-pressure, intense escalations
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
• Working knowledge of Salesforce service cloud based systems
• Strong business and management acumen
• Prior project management experience, PMP certification is a plus

Qualifications

• Strong communication and interpersonal skills
• Experience with customer service and support
• Ability to work independently and as part of a team
• Problem-solving and analytical skills
• Attention to detail